New Cairo
JOB PURPOSE
The Customer Care Development Senior Executive serves as the critical bridge between the Customer Care department and the technical teams, including the POS IT team and the technical development team. This role is responsible for translating customer care operational requirements into structured technical projects, ensuring seamless execution and delivery of solutions that directly improve the customer and agent experience.
Qualifications and Education:
▪ Bachelor’s degree in information technology, Computer Science, Business Technology, or a related field.
▪ Additional certifications in Project Management (PMP, PRINCE2, or Agile/Scrum) are a strong advantage.
Experience:
▪ 3-5 years of experience in a technical project management, IT business analysis, or customer care systems role.
▪ Hands-on experience with customer care platforms, ticketing systems (e.g., Freshdesk, Fresh chat), and CRM tools.
▪ Experience with POS systems and retail technology environments is highly preferred.
JOB RESPONSIBILITIES
• Act as the primary liaison between Customer Care and the POS IT team; document, analyze, and prioritize pain points, transforming them into clear technical project requirements and actionable development briefs for the technical team.
• Receive, assess, and manage identified operational and system gaps across the ticketing system, POS integrations, and calls portal; own and maintain the backlog of improvement requests, ensuring prioritization aligned with business impact.
• Oversee enhancements and maintenance of the ticketing system, coordinate POS integration with customer care processes, and support improvements to the calls portal to optimize call handling, logging, and resolution workflows for agents.
• Research, evaluate, and recommend AI-powered tools to enhance customer experience and agent productivity; explore and pilot conversational AI, chatbots, and intelligent routing systems, staying current with emerging trends in AI-driven customer service platforms.
• Identify, evaluate, and integrate new chat and digital communication platforms; collaborate with vendors and technical teams to ensure consistent, high-quality customer experience across chat, email, and social touchpoints.
• Lead the design and development of real-time KPI dashboards; work with BI teams to define data requirements and empower customer care managers with accurate, data-driven insights to support decision-making and performance management.
• Manage the full delivery lifecycle of technical projects from requirements gathering to deployment and post-go-live support; develop and maintain project plans, timelines, and status reports, communicating progress clearly to all stakeholders.
• Manage risks, dependencies, and change requests to minimize disruption to live operations; communicate project status, risks, and outcomes clearly across Customer Care and technical teams, and test developments to ensure successful features delivery.